Currently, if you have a support agent who is viewing a ticket in Agent Workspace and leaves for the day without closing out of any ticket tabs, they are left viewing the ticket. (Additionally, if using Chat and Agent Workspace, the agent could leave themselves as visible as well and be served chats.) There is not any way for an administrator to turn this agent off from both chat as well as to force them off of viewing a ticket. Thus, if tickets are being handled in play mode, the ticket would be skipped over.
Current workaround: There is none. Assuming in as the agent to sign them out does not work. Nor does setting them to Away in the Out of Office app. While a ticket can be manually reassigned, the agent that has left for the day is still viewing the ticket. Additionally, with using chat in combination with Agent Workspace, the idle timeout setting for agents is not functional.
Business impact: This causes additional stress for leaders to be continually monitoring their agents and open tickets. It can cause breached SLAs, confusion, and headaches--in addition to potential missed chats and frustrated customers.
What we'd like to see: The ability for Administrators to remotely log off Support/Chat agents and to force them out of viewing tickets should it be needed. The ability for an Administrator to remotely change the Chat stats of a Support Agent to invisible.
Please help administrators help our hard working customer support teams, Zendesk!
Iniciar sesión para dejar un comentario.